How Savio Works

Savio makes it easy to track customer feedback and figure out what to build next. Here’s the high-level version of how it all works.

1. You import feedback from feedback sources customer-facing tools you already use

2. You triage the feedback in your Savio feedback inbox and assign feedback to a feature request

3. Each piece of feedback is attached to a person so you know who wants what

4. People and feedback are attached to companies (if companies are relevant to your customer base)

5. You can assign tags to Feature Requests so you can easily filter them

6. You can vote for a feature request on behalf of a user if you need to

Together, these concepts form the building blocks of a simple—but powerful—feedback collection and feature request prioritization system. You can go to your meeting with your Product team armed with evidence about the features your customers want.

1. Feedback sources

This is where customer feedback lands when it hits your organization. It might be your CRM, support tool, survey tools, etc.

Feedback usually describes a problem that your customers can’t (yet) solve with your software. You want to track it because you may eventually build a feature to help them solve their problem.

Savio can integrate with pretty much any tool you use.

Your customer support, sales, and customer success teams send feedback to Savio from the tools they’re already using: Help Scout, Zendesk, Intercom, Hubspot, and many more. Between those, our Zapier integration, our API, and our Chrome extension, you can easily send feedback to Savio from virtually any web-based app. You can even send feedback in via email.

Keep your feedback in excel? We know what that’s like. We can help you import feedback from a spreadsheet or API. Email us and we’ll help.

2. Your feedback inbox

This is where your feedback waits to be triaged. Triaging ensures that all your feedback is useful and attached to a feature request.

Your feedback inbox is like your email inbox, except you’ll get through it quickly.

You have to process your feedback to make sure it’s relevant to your company and you have the necessary context. We’ve focused on making the experience quick—don’t worry!

To triage feedback:

• First, decide if the feedback is useful.

• Then, set the status of the customer who gave the feedback (active customer, churned customer, etc). You only do this once for each customer - Savio remembers how you categorized the customer.

• Then, assign the feedback to a feature request. A feature request has many pieces of feedback from customers who have asked for it.

• Add any relevant tags to help you find the feedback later.

And you're done.

3. Feature requests

These are the features you’ll consider building.

Each feature request shows you a summary of how many customers have requested it (by leaving feedback or upvoting it), how many companies, and the total MRR of those companies. Together, these indicators quickly tell you a request's potential demand and impact.

You set:

• the status (under consideration, planned, in progress, etc.)

• its priority and effort (low, medium, and high)

And you can assign tags to group together related features so you can quickly find them later.

Each feature request also displays the attached feedback, people, and companies so you can see the exact words people use to describe the problem the request solves.  Each request serves as a set of “skeleton requirements” to understand what the shape of the feature would look if you built it.

The verbatim customer feedback is included right in the feature request.

The powerful part is that now you can sort and filter each request by priority, effort, types of customer, company MRR, and more. You know which requests are low effort, high priority, and high value.

You can sort feature requests by the number of pieces of feedback or “votes”. You can also sort by MRR and other attributes.

4. People

These are the individuals who give you feedback.

People are assigned to each feature request so you can easily see who wants what. You usually import your people from the communication tools you already use like Intercom, Help Scout, and Zendesk. You can also pull in users using our API, Segment, or you can quickly add them directly into Savio.

Knowing who made a request lets you contact them directly if you need more information. And it means you can close the loop and let them know when you build what they asked for.

5. Companies

These are your customers—the organizations that your feedback comes from.

Individual people belong to a company—just like in Intercom, Segment, Hubspot, and the other communications tools you use. This lets you see all feature requests from everybody at a specific company. Savio also pulls in properties, like MRR. That way, you can see the total value of each feature request.

6. Tags

Tags are categories you set.

Tags let you assign feature requests to larger buckets (authentification, UX improvements), company goals that a feature request could relate to (retention, increasing revenue), specific sources of feedback (Q3 survey, customer interviews), or any other way you’d like to group requests together.

You can set tags for each piece of feedback and for feature requests. They provide another way to filter and sort so you can see exactly what you need to make product decisions.

Once tagged, you can easily find all requests that relate to (for example) UX improvements, or retention, or from the Q3 survey.

***Read more: *Using Tags

7. Upvotes

These let you quickly vote for a feature request, usually on behalf of a customer.

Each feature request has a count of how many times it’s been requested. We consider each time a feature has been requested as a “vote” for the feature. Sometimes you get feedback from a customer without a verbatim and just need to quickly upvote a feature on their behalf. You can easily do that with upvotes.

You can upvote features from the Feature Request List:

Last Updated: Dec 13 2021